FAQ page

This page is dedicated to answering some of the most commons questions we receive. If your question is not answered here, please contact us

ORDERING

To place an order please visit our online store or download our shopping app on your smartphone.

Yes, we recommend creating a customer account because it will help you checkout quicker and you will be able to access your order history there.

If you decide to cancel your order you must inform us immediately because once your item has been dispatched we can not cancel the transaction.

Yes we can exchange the size, but you must contact us immediately, because once the item has been dispatched we cannot swap the item as its now on transit.

Its personal preference, but the shopping app is much quicker and easier to shop on than the website.

Our customer support team. Use the chat messenger on our website or email them on support@sara-da-silva.com.

We accept all major credit and debit cards, Paypal Express, Shopify Pay, Amazon Pay, Apple Pay, Google Pay.

From our distribution centre in the Republic of Ireland.

Yes, we sell e-gift cards. To locate our gift card, type "gift card" in the search bar and it will take you to the product page.

Yes, you can add a note to your order and a member of our team will pick it up when processing your order. Notes can be added on the basket page on the website or the shopping app. If you cannot locate this field contact customer services.

To redeem your discount code enter the lettered or numbered code provided in the discount field at the checkout. Our sales system will then automatically calculate the discount amount and deduct it from the total cost of the order.

Our customer service team will be happy to answer any further questions you may have. Email them at this address: support@sara-da-silva.com or chat to us directly using the chat messenger on the website.

Value added tax(VAT) in the Republic of Ireland is a wopping 23%. The VAT is included in the cost of your order.

RETURNS

To return your order, you must visit our return portal and register your return. Our returns team will then review your request. All authorisations are subject to our returns policy.

Read our return policy here.

Click here to navigate to the returns portal.

Send authorised returns to: Sara Da Silva Ireland, UNIT 11D, Newgrange Business Park, Donore Rd, Lagavooren, Drogheda, Co. Louth, A92 EA27, Ireland

Yes, you have 30 days from the date you placed your order to return your item.

No, if you have worn the products for sometime the items are no longer eligible for return. Always make sure you are happy with the product before wearing them and using.

Yes, you can send back your order and we will exchange it for another size.(subject to availability) Please speak to us on chat to confirm the size is available before registering the return on the returns portal.

Yes, faulty items can be returned. Please contact customers services as soon as you spot a fault with the product so we can resolve the issue as soon as possible. DO NOT send back items that have not been authorised first.

No, returns are not free at this time.

Yes, if you ordered the wrong size you will have to pay send back the original item and pay for the exchange to be reposted.

DELIVERY

We offer a range of post services and rates. To view them click here

All orders in the Republic of Ireland are delivered by An Post.

An Post services rang from 1 -3 working days. Irish mainland. The speed of delivery depends on the service you pay for at checkout.

No, even if you order an Express service it will not be delivered until the following Monday as An Post do not operate delivery on Saturdays.

No, all products ordered from our Irish website are dispatched from our Irish distribution centre and hence do not cross any borders.

No, not right now but we do periodically share discount codes with our newsletter subscribers, so we recommend you sign up to our mailing list for when we do distribute them.

Yes, if you would like your order tracked pay for Express shipping paying for your order at the checkout. Please note Express services ordered on a Friday will not be delivered until the following Monday. Visit the An Post website for more information.

As soon as your order has been posted you will receive an email fro our system. If you choose a tracked service, the tracking number will accompany the email.

Orders are post in self sealable padded envelopes. you can identify the package as we place a logo on the outside.

No, please do not worry An Post promise 1 -3 days, but can sometimes take a little bit longer depending on where you live in Ireland. If a week has passed by and there is still no sign of your order we recommend visiting your local sorting office, as on many occasions parcels are returned here if there is no one at home to receive it. Please keep us informed of any updates.

If this has happened contact customer support and we will try and help.

If you can afford to pay that little bit extra for tracked shipping, do it. Its makes life easier for everyone should your parcel goes missing and you can watch its journey & progress. Plus your order is insured.

No, currently we do not but it may happen in the future.

Orders must be placed before 9:00am Monday - Thursday. Orders placed on Friday will not be delivered until the following Monday.

Contact our customer support team using the chat messenger on the website or email us at support@sara-da-silva.com

DISCOUNTS & PROMOTIONS

Yes, we discount products during limited sales periods at different times of the year and sometimes select specific products for promotion. We also send discount codes to our mailing list from time to time as a token of appreciation for subscribing. So make sure you subscribe to our mailing list.

To redeem your discount code simply enter the code, exactly as its written into the discount code field during the checkout process. The discount code your enter will be deducted automatically from the cost of the order.

Contact customer support and we will investigate the issue for you.

No, you can only use a discount code once. Our system recognises duplication.

BREXIT

No, our Irish website is now completely independent from our UK based website. Please note that Irish customers will no longer be able to purchase products from the UK website as we no longer ship to Ireland from the UK. This means goods that no longer transit cross boarder so import duty & VAT do not apply.

SIZING

Yes, click here to view our size chart.

If you need help with sizing reach out to our customer services team who will happy to assist you choose the correct size.

Yes, our leggings are true to size.

Great question. Buying the correct sized online clothing online can be tricky. To help we have a dynamic sizing chart under each product on our website to help you understand the sizing. If you get stuck reach out on the webchat app on the website or email us at support@sara-da-silva.com

You can do one of two things, register your email with the back-in-stock notification app, which resides directly below the product, or reach out to us on the chat messenger. Restock of sizes are product dependant. Regular products will be restocked while in most cases limited edition designs will not. Always ask us to confirm.

BILLING & REFUNDS

We accept the follwing methods of payment: Amazon Pay, AMEX, Apple Pay, Google Pay, Klarna Pay, Mastercard, PayPal, Shopify Pay, Visa Card, ClearPay

We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.

If your payment method is rejected and you are using a valid credit card from Master card, Visa, or American Express, then please contact your bank for assistance.

This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly.

Once you complete the checkout process your payment is taken immediately.

Once payment has been taken, you will receive a confirmation email with your order number. If you do not receive an email get in touch with customer services and we will investigate the issue for you.

No, you have not been charged by us or do we have your money. This a common issue with Irish residents who use a Revolut card. Please call the bank to resolve the issue.

Yes, when you place an order online you will receive a transactional email with a digital receipt, which is downloadable. To minimise paper consumption we no longer send a paper invoice with the order.

Once your refund has been authorised, it can take up to 10 days to land in your account.

Refunds for return items can take up to 15 days. The return process only begins when we have possession of the item(s). Other terms & conditions apply.

PRODUCT

No, we do not offer this service in Ireland at this point in time.

If you are ordering for the first time and you are not sure what size to buy, please reach out to our customer service team for advice.

We use UK sizes as our reference. Use our size chart to convert to European sizes.

Although, we use the same UK sizing reference charts as other brands our products have a very unique fit and our fabrics are extremely elastic. For this reason you may need to chose a different size than normal. Please refer to our size chart or ask one of our sizing experts.

Our products are made from Polyamide(Nylon) and Elastane(Lycra). The percentage of each depends on the product and the fabric. Sometimes we use polyester instead of Nylon, but this information will be detailed on the product page in the description.

All of our products are made in Sau Paulo, Brazil.

Our fabric is manufactured in Brazil as well.

Yes, of course all of the raw materials, and the labour is ethically sourced and produced.

Our products are made by our business partners in Brazil. It is a family run business operated by two brothers and their wives with approx 12 seamstress employed.

PRE ORDER

A pre order is an up-front for a product that is made to order in Brazil.

Typically it takes 4 working weeks. If there are delays we will let you know.

Yes, we will refund you but your product allocation will be given to someone else on the waiting list.

Sometimes due to demand our best selling products sell out and its means that customers who missed the opportunity to buy the product initially can buy an allocation of the next batch.

Yes, pre orders must be paid for up front or else you will not be allocated a product in the restock. You will have to take a chance and wait for the restock and hope your size is available in real time.

We take the hassle out of waiting and checking for restocks. Once you pay for your product your product allocation is guaranteed and a pair of leggings are made specially for you in Brazil. You will receive regular updates on progress as things unfold. When the pre orders arrive in Ireland we dispatch them within 24 hours. If you do not pre order you risk missing out to demand once again, because pre orders are pre sold products. In some instances we sell out pre order batches before the products arrive in Ireland and so making it almost impossible to buy on general sale.

For a fee we will custom leggings for you. The process can take 5-6 weeks depending on the circumstances and you will be required to provide body measurements. Bespoke orders are pre ordered and are non refundable.

We will provide you with a page link where you can pay or we will send an invoice directly to you with a payment link. Please contact us for details.